Job details
**Employment Type**:
Full-Time
**Location**:
Insurgentes, Distrito Federal, Mexico
**Job Category**:
Information Systems
**Job Number**:
WD********
**Job Description**:
Director Customer Experience Platforms Product Management
**Location**:
Bangalore, India
Bratislava, Slovenia
Monterrey, Mexico
Glendale, WI, USA
Aurora, CO, USA
What you will do?
The Director of Customer Experience Platforms Product Management will lead a diverse team of direct reports, indirect reports and 3rd party resources to deliver the Customer Experience of the Future for ****+ agents and supervisors.
The role will focus on the evolution of the customer journey to meet Johnson Controls strategic vision.
This role is responsible for the strategy around the products that transform JCIs customer experience and user experience, and the realization of that strategy.
There are three product delivery streams that flow into this domain: Contact Center ecosystem, Telecom Routing, Teams Voice.
Contact Center ecosystem includes Customer Journey design/scripting, ACD/IVR, Quality Management, Workforce Management, Reporting, Analytics, Conversational AI and other capabilities.
How you will do it?




Lead technical exploration, innovation, design and development of new features & components
Drive technical discussions; propose solutions and alternatives.
Interact with Architects and other members of the team to ensure that solution fits with overall architecture
Build strong business relationships to better understand requirements
Translate business requirements into technical requirements
Make technology understandable to non-technology stakeholders
Grow the careers of your direct reports, setting goals, understanding their personal vision and getting them the mentors and stretch assignments to achieve that vision
Drive accountability to operate within Agile DevOps methodology
What we look for?
Experience with other Customer Experience platforms is highly advantageous
Strong presentation skills and the ability to communicate to a diverse audience is highly valued
Ability to build relationships and motivate resources who report to different managers
Ability to align to multiple projects and workstreams and organize the priorities of each

📌 It Director Contact Center Product Management (Xico)
🏢 Johnson Controls
📍 Xico